TROUBLESHOOTING Guidance for Windows Update BASED ON A GIVEN ERROR MESSAGE

0x 800b0100Description: TRUST_E_NOSIGNATURE

Cause: Normally this error is presented when some system files are corrupted.Step 1 – Download and runt the System Update Readiness Tool (KB947821)

Step 2 – In this case one helpful documentation is the KB 956702

Step 3 – Try to install the given update in safe mode.

Step 4 – Try to perform the manual steps described in the session “Basic WU troubleshooting steps ” in this document;

0x 80070490Description : E_PROP_ID_UNSUPPORTED

Cause : Normally this error is presented when some system files are corrupted.

Step 1 – Download and run the System Update Readiness Tool (KB947821)

Step 2 – In this case one helpful documentation is the KB 958044.

Step 3 – Try to install the given update in safe mode.

Step 4 – Uninstall any security software such as Antivirus or Firewall installed.

0x80240016Description: SUS_E_INSTALL_NOT_ALLOWED

Cause: This error occurs if a system restart process is pending due other updates installation or if some windows files are not registered correctly.

Step 1 – Ask the customer to restart the computer and try again;

Step 2 – For Windows 7 or Vista only: Click Start menu, All Programs, Accessories, right click over Command Prompt and select Run as Administrator. Type the following command and press Enter:

fsutil resource setautoreset true C:\

Step 3 – Click Start menu, All Programs, Accessories, right click over Command Prompt and select Run as Administrator, type the following command (press Enter after type each command):

net stop bits

net stop wuauserv

net stop cryptsvc

net stop trustedinstaller

Ren %systemroot%\SoftwareDistribution SD.OLD

Ren %systemroot%\system32\catroot2 CTR2.OLD

net start bits

net start wuauserv

net start cryptsvc

net start trustedinstaller

cd /d %windir%\system32 regsvr32.exe wuapi.dll

regsvr32.exe wuaueng.dll

regsvr32.exe wups.dll

regsvr32.exe qmgrprxy.dll

0x80072EE2Description: ERROR_INTERNET_TIMEOUT

Cause: This error can occurs due internet connection issues or being interrupted for some reason.

IMPORTANT : Additionally check if the customer is running Windows 7 or Vista and if there is any Nvidia/Nforce driver installed in the computer. If yes follow the steps below: Click Start menu, All Programs, Accessories, right click over Command Prompt and select Run as Administrator. Type the following command and press Enter:

netsh interface ipv4 show interfaces

Check the name of the current/local connection in use and the following command where <connection_name> is the name that you found the in previous step:

Restart the computer and check again. If the problem persist go to the next steps below.

Step 1 – Verify if the computer is part of a network (work place, domain) and if yes try using a different connection or connection directly to the internet without pass thru any proxy, firewall or other network filters. If this is a single computer connected directly to the internet try a clean boot to remove any other software interference. Uninstall any security software such as Antivirus or Firewall installed.

Step 2 – Check the alternative DNS: Click start, type Network and select the option Network and Sharing Center . In the top left corner select Change adapter settings; Right click at Local Area Connection (or in the current connection in use) and select Properties; Select (make sure to don’t uncheck!) Internet Protocol Version 4 (TCP/IPv4) and click Properties button; Select the option Use the following DNS Server address and type the following address:Preferred: 4.2.2.1 Alternate: 4.2.2.2

Click Ok to close this window and Ok again; Restart the computer and try to update again.

0x80070005Description: ERROR_ACCESS_DENIED

Cause: This error can occurs if some system folder, file or registry keys doesn’t have the appropriated permissions such as “change permission”.

Step 1 – Click Start menu, All Programs, Accessories, right click over Command Prompt and select Run as Administrator. Type the following command and press Enter:

fsutil resource setautoreset true C:\

Restart the computer and try to update again.

Step 2 – Run SUBNACL tool to grant permissions: Go to http://www.microsoft.com/downloads/details.aspx?FamilyID=e8ba3e56-d8fe-4a91-93cf-ed6985e3927b&displaylang=en#AffinityDownloads Download and install the SUBINACL tool. After install SUBINACL go to ” C:\Program files\Windows Resourse Kits\Tools ” folder; Copy the text below and past in a note pad according to the Windows language :

For Windows in Portuguese Brazil or Spanish:

@echo off

subinacl /subkeyreg HKEY_LOCAL_MACHINE /grant=administradores=f

subinacl /subkeyreg HKEY_CURRENT_USER /grant=administradores=f

subinacl /subkeyreg HKEY_CLASSES_ROOT /grant=administradores=f

subinacl /subdirectories %SystemDrive% /grant=administradores=f

subinacl /subkeyreg HKEY_LOCAL_MACHINE /grant=system=f

subinacl /subkeyreg HKEY_CURRENT_USER /grant=system=f

subinacl /subkeyreg HKEY_CLASSES_ROOT /grant=system=f

subinacl /subdirectories %SystemDrive% /grant=system=f

subinacl /subkeyreg HKEY_LOCAL_MACHINE /grant=%username%=f

subinacl /subkeyreg HKEY_CURRENT_USER /grant=%username%=f

subinacl /subkeyreg HKEY_CLASSES_ROOT /grant=%username%=f

subinacl /subdirectories %SystemDrive% /grant=%username%=f

@Echo ========================= @Echo Finished.

@Echo ========================= @pause

For Windows in English:

@echo off

subinacl /subkeyreg HKEY_LOCAL_MACHINE /grant=administrator=f

subinacl /subkeyreg HKEY_CURRENT_USER /grant=administrator=f

subinacl /subkeyreg HKEY_CLASSES_ROOT /grant=administrator=f

subinacl /subdirectories %SystemDrive% /grant=administrator=f

subinacl /subkeyreg HKEY_LOCAL_MACHINE /grant=system=f

subinacl /subkeyreg HKEY_CURRENT_USER /grant=system=f

subinacl /subkeyreg HKEY_CLASSES_ROOT /grant=system=f

subinacl /subdirectories %SystemDrive% /grant=system=f

subinacl /subkeyreg HKEY_LOCAL_MACHINE /grant=%username%=f

subinacl /subkeyreg HKEY_CURRENT_USER /grant=%username%=f

subinacl /subkeyreg HKEY_CLASSES_ROOT /grant=%username%=f

subinacl /subdirectories %SystemDrive% /grant=%username%=f

@Echo ========================= @Echo Finished.

@Echo ========================= @pauses

Save this file as “SUCINACL.CMD” (with cotes) in the folder “C:\Program files\Windows Resourse Kits\Tools”, close the notepad and run the SUBINACL.CMD file. Restart the computer and try to update again.

Step 3 – Click start, type dcomcnfg and select the item that will be displayed;

In the Launch and Activation Permission window, check if the following users are displayed and if they have Allow permission granted for each System permissions. If they are not displayed or doesn’t have the right permissions set you’ll need to add and grant the permissions manually.

SYSTEM Administrators INTERACTIVE

After this close the Launch and Activation Permission window. Select the Default Properties tab;

Click Apply, OK. Close the other windows, restart the computer and try to update again.

0x8000FFFFDescription: E_UNEXPECTED

Cause: This error is mainly caused due PENDING.XML file that refers to a previous update installation and pending changes and may prevent you to install other updates. Step 1 – Restart the computer and try again;

Step 2 – Follow the instructions provided in the following article http://support.microsoft.com/kb/946414

Step 3 – Run the FixIt tool and make sure to select the Aggressive Mode option: http://support.microsoft.com/kb/971058

Step 4 – Download and Install the latest WindowsUpdate Agent. For more information, click the following article number to view the article in the Microsoft Knowledge Base KB949104“How to obtain the latest version of the WindowsUpdate Agent to help manage updates on a computer”. Download the latest version, copy to C:\ and rename the file to WUA.exe after this open the command prompt as Administrator and run the following command:

WUA /force

Restart the computer and try to update again.

0x80073712

Cause: This error can be caused due PENDING.XML file that refers to a previous update installation and pending changes and may prevent you to install other updates or due some corrupted WindowsUpdate file.

Step 1 – Ask the customer to restart the computer and try again;

Step 2 – Take ownership and rename the PENDING.XML file. To do this, click Start menu, All Programs, Accessories, right click over Command Prompt and select Run as Administrator. Type the following commands and press Enter following commands (press Enter after type each command):

0x80240020

Cause: This problem can occurs if the WindowsUpdate service was not able to verify the current logged user credentials to complete the download and install the updates.

Step 1 – Follow the steps provided at http://support.microsoft.com/kb/910341 (You may need to use the English article version to get details regarding Windows Vista solution);

Step 2 – Perform a clean bootin order to avoid interference from other software’s and try to update again;

Step 3 – Try to run the FixIt http://support.microsoft.com/kb/971058;

0x 8007007EDescription: ERROR_MOD_NOT_FOUND

Cause: This error can occurs if some system files are not correct registered or some security software’s blocking WindowsUpdate steps.

Step 1 – Click Start menu, All Programs, Accessories, right click over Command Prompt and select Run as Administrator, type the following command (press Enter after type each command):

net stop bits

net stop wuauserv

net stop cryptsvc

cd /d %windir%\system32

regsvr32 licdll.dll

regsvr32 Inseng.dll

regsvr32 Oleaut32.dll

regsvr32 Ole32.dll

regsvr32 Urlmon.dll

regsvr32 Mssip32.dll

regsvr32 wuapi.dll

regsvr32 wups.dll

regsvr32 wuaueng.dll

regsvr32 wucltui.dll

regsvr32 wuweb.dll

regsvr32 msxml.dll

regsvr32 msxml2.dll

regsvr32 msxml3.dll

regsvr32 softpub.dll

regsvr32 initpki.dll

regsvr32 wintrust.dll

regsvr32 dssenh.dll

regsvr32 rsaenh.dll

regsvr32 gpkcsp.dll

regsvr32 sccbase.dll

regsvr32 slbcsp.dll

regsvr32 cryptdlg.dll

regsvr32 jscript.dll

Ren %systemroot%\SoftwareDistribution SD.OLD

Ren %systemroot%\system32\catroot2 CTR2.OLD

net start bits

net start wuauserv

net start cryptsvc

Step 2 – Verify if the computer is part of a network (work place, domain) and if yes try using a different connection or connection directly to the internet without pass thru any proxy, firewall or other network filters; if this is a single computer connected directly to the internet try a clean boot to remove any other software interference. Uninstall any security software such as Antivirus or Firewall installed. Also try to use the security software removal tool. You can find some of these tools in the following article on Microsoft Community-

http://answers.microsoft.com/pt-br/protect/forum/protect_start/como-remover-completamente-os-vestigios-de/9f9bf450-c612-45a9-a9 ; Step 3 – Perform a clean bootin order to avoid interference from other software’s and try to update again;